0.1 - The babelforce manager app

Introduction

In this article and video, we introduce the babelforce manager app. The manager app is the interface you will use to create your processes and automatization. You will learn about some basic functionality, and after reading this article you should feel comfortable with babelforce terminology and ready to start your own project.

The links referred to in this article will help you navigate the babelforce Help Center to find the article you are looking for, so that you can begin to set up your call flow.

The structure of the babelforce manager app

You have three main sections on the babelforce platform:

Configurations - Here you set up your inbound call-flow and create automations in your help desk or CRM tool

Outbound - This section is used for the outbound dialer. It enables you to run and create campaigns as well as upload new contact lists.

Reporting - Besides the call dashboard you can run reports on inbound calls and outbound dialer campaigns in this section. Here you also find call recordings and SMS transcripts.

This article will focus on the Configurations section and guide you through the basics to get started with call flows and automations. The Outbound Dialer and Reporting sections are covered briefly at the end.

Routing and Queuing

You can manage and in some cases also add your agents to the babelforce manager via Routing & Queuing > Agents. In this section, you can also assign numbers, add agents to groups and give them tags. This article explains this part in more detail.

Integrated Processes

Triggers(Integrated Processes > Triggers) are logical constructions which test certain conditions of calls and other platform resources, and which are used to make your call flow more intelligent. Triggers can be used to selectively fire actions and control routing options. They are essential for building any advanced process logic or automation, and are hugely flexible. Find out all about triggers in our Help Center or try this basic setup to create your own trigger.

With the help of Events(Integrated Processes > Events) the platform automatically knows when to do certain things. Common call events, such as when an inbound call lands on the platform or is connected to an agent, could trigger a call-to-email action or have tickets created, updated or closed in your help desk or CRM. Events drive important actions: use them to push call recordings and voice messages, or send a great range of information regarding the call and caller to your systems.

Below you find a screenshot of basic Zendesk events that come with your first babelforce manager app.

Global settings

After you set up your processes you might want to adjust some of the general platform settings, as for instance adding more agent availability statuses or adjusting reachability settings. This article explains the options you have.

Scheduling

Under Scheduling > Business Hours you can define opening times for each of your teams and/or brands. Below you will find the Calendar section, where you have the option to define your holidays. You can then use this scheduling information to add further control to your call flow. See further details in this article.

Outbound Dialer settings

If you are interested in running outbound dialer campaigns, this is where everything is configured. Here, you can manage campaigns and upload lists of contacts to call. Find out more about the outbound dialer in the Help Center section Outbound sales and services.

Reporting

This is a central part of the babelforce platform, especially if you are not planning to push the call data to your own data stores. Here you have access to the following resources: